Peter Pan Bus Line

Surprised they are still in business. Still living in the 90’s requiring paper copies of tickets to be printed in the office, while at the same time sending the ticket as a PDF via email. Not impressed with the service via sociability pf employees and driving abilities of drivers.
Will not use again, am happy that amtrak is expanding service in New England.

WORST BUS SERVICE EVER EXISTED!!!
NO STARS!!! I am absolutely furious about peterpan bus services, though I am young and a college student. I am NOT stupid! This is the fourth time I have had an issue with this company. And I figured I would write a review on how shitty their service is. They lack professional customer service. When I’ve had a problem, I’ve always gotten the blame for it. Even when it was snowing out and they were canceling busses. I was told I would have to pay money to change my ticket. Excuse me it’s not my fault that the buses are canceling and it’s a snow storm. They should have accommodate my switching times to make it before the storm. Tonight I tried to get on the bus and I had my ticket printed on both sides and the guy taking the tickets was being incredibly rude and told me I would have to go get my ticket printed in the next could min at the next stop. If I need to print out my tickets on 2 separate sheets of paper then make it MORE VISIBLE for customers to see. And then the guy was like if you want to save the earth you need to change your property settings on your printer… Excuse me. I don’t see why they make it impossible for customers to get where they are trying to go. My advice if you are planning on taking this bus service. Save your money and don’t!

I hate Peter Pan. I take buses pretty frequently when traveling between Boston and New York and I’ve gotten the chance to ride on most of the major bus lines. Peter Pan is by far the worst bus service I’ve experienced and I am confident that the only reason they stay in business is because they monopolize so many routes. I beg Megabus, Bolt, Worldwide, etc. to expand so I never get forced into giving this awful company any more business.
I visited my friend in Northampton a couple of years ago and on the way back to Boston took Peter Pan. I ended up printing my confirmation email instead of my e-​ticket by mistake. Granted, that was my fault, but with every other bus company the confirmation and ticket are the same thing.
I didn’t realize my honest mistake until I was handing my ticket to the woman working the desk and she rudely let me know that what I’d printed wasn’t sufficient. It was maybe 20 minutes before the bus would depart so I didn’t have time to go print the ticket and come back. I couldn’t risk missing the bus because it was the last bus that Sunday evening and I had to get back to Boston for class.
I explained my situation to the woman at the desk, pointing out that I’d paid $ 30 for this ticket and couldn’t afford to miss the bus or buy another one from her. She was not even the smallest bit helpful. On the contrary, she asserted how little she wanted to help me and continuously reinforced how I’d have to buy another overpriced ticket. I asked if maybe I could use her computer to show her that I truly had the ticket in my email and she claimed the computer didn’t have internet access. HONESTLY? This woman’s going to tell me in the 21^st century that the computer she works at all day has no internet?
I was visibly upset at this point. I felt completely helpless and this woman had no compassion. I’m sorry your job is sitting in a tiny bus stop at an «internetless» computer, but could you at least try to care about one of the six customers you’ll see today?
I ended up calling customer service and they straightened it out so that I could print the ticket at our transfer in Springfield. Funny how someone was able to do something for me all along. (Also funny how obsessed they are with which proof of purchase I’m giving them…) While I’m glad I didn’t have to blow another $ 30 on their bullshit bus service, the damage had already been done.
Since this incident I’ve been forced to ride Peter Pan a couple of other times.
Some other things I hate about this company:
–The fact that their ticket prices are already higher than is fair makes the extra $ 5 for «guaranteed» seating preposterous. My seat should be guaranteed by the wad of cash I just gave you. I shouldn’t have to pay extra to assure that I get what I paid for in the first place.
–You’re at their mercy. The bus can pull up an hour late (and it usually does) and they don’t even have the courtesy to apologize.
–Buses are uncomfortable in general, but PP’s tend to be older and more cramped than what I’ve seen from companies that give a shit.
Absolute worst customer service experience ever and I can’t wait until the company fails and all Peter Pan buses are off the road.

Poor service and clearly disorganized. Quick to blame problems on lots of holiday travelers. Hello, you’re a bus company which sees the same holidays and crowds come and go each year. Boils down to poor planning, poor management, and poor communication. And «reserved seating» is a joke. Result can be nothing other than poor service to customers. And thus one star for meeting that miserable expectation. It is no wonder than Americans are hooked on cars. Viable mass transit alternaties are just not there in this country.

To whom it may concern:
I rode your peter pan bus from UMASS Amherst back to NYC (via Springfield) twice. Despite being a repeat bus customer with greyhound, peterpan, and numerous other bus companies throughout the northeast region, I still felt confused by your complex ticketing process once again. After reading the reviews on
it appears that I am not the only one who shared the same frustration.
But most of all I feel obliged to tell you about the incompetence of your ticket agent at the UMASS Amherst location. Through allegedly no fault of the clerk, the schedule and ticket system he was using not only had a $ 15 surcharge for a piece of paper known as a ticket, but also failed to book a customer on her way to Worcester by telling her that she had missed the last bus of the day already (at only 11am!), when in fact I can see on your published schedules online that there are at least 4 or 5 additional busses coming through there. The agent also could not even see my 3pm departure to NYC. So I had to resort to booking the ticket three hours later online myself, even though I had to pay a printing fee of $ 1 at the UMASS library, and could not use the convenience of a smart phone to travel ticketless– a smarter way to travel these days. (Viva la megabus!)
Bottom line is you lost that confused Amherst-​Worcester customer on 10/​16/​2011, not just that once but perhaps permanently. The clerk was unapologetic as she left, blaming peter pan and their «new system» of ticketing that he could not understand. Meanwhile I frequently hear all the fretting in your house about megabus stealing your market share. It is not theft if you are handing it to them so carelessly. Your employed ticket agent on the campus of UMASS had been far more helpful and competent back in 2004 at a time before you moved the ticketing facility out of the way into a hard to find basement concessionaire and tried to make it the responsibility of a know nothing third party contractor who didn’t have a grasp on schedules or the appropriate fares. Perhaps the university should also be responsible for servicing its students better, but you have no excuse for allowing this to go on at the expense of your ridership. Please fix your website, ticketing, and customer service.
A concerned passenger since 2004,
Kevin J.

If it was possible to give zero stars I would. Zero stars even describe my awful experience with this so called transportation company. I wish I could give them negative stars. I will never again travel with Peter Pan. The company is full of incompetent employees that do not know the first thing about running a business. I took a bus today. I bought a reserved ticket two weeks ago from UMASS Amhesrt to Boston for a bus at 12:35. I got there 20 minutes early. There were already hundreds of students waiting. There was a representative from the Peter Pan Bus line there. He did NOTHING. There were crowds of students pushing and shoving to get on the bus. The 12:35 bus only had 20 spots open when it got to UMASS, which left hundreds of us waiting. By the time 1:35 rolled around hundreds more came who were scheduled to be on the 1:35 bus. I didn’t get on the bus until 3:00. Keep in mind my scheduled ticket was at 12:35. Why on Earth a company continues to sell tickets to a bus that is HUNDREDS of people overbooked is beyond me. I called customer service and was told that the ticket you buy does NOT MEAN YOU WILL GET ON AT THAT TIME. That is the MOST ABSURD thing I have ever heard. If you BUY A TICKET for a certain day at a certain time WHY ON EARTH would that ticket not get you on that bus. I have been on the bus since 3:00 and it is now 7:00 and I am STILL on it. I now got stuck in horrible rush hour traffic after waiting three hours for the bus. If I’d left ANYWHERE close to on time I wouldn’t be in this position. If they didn’t run the whole operation so poorly they might have let those of us who had been waiting since 12:35 and had a 12:35 ticket on the buses that came after that first. But no Instead it came down to who shoved/​pushed people the most to get to the front of the crowd. They formed no lines, had no order, had no way of going about things. I will never again use Peter Pan. They are pretty much robbing people blind and have no idea how to schedule tickets or get people on a bus. And be WARNED if you have a ticket and you don’t get on a bus the day it’s for? Guess what they say it’s not their problem. You don’t get a refund. That makes a lot of sense huh? THEY screw up and over-​schedule buses so you don’t get on one and YOU have to pay the price? That is no way to run a business. I don’t care if this is the only way for me to get home to Boston from Amherst I will find some other way, any other way that doesn’t involve giving these people money. If any of the people running Peter Pan have a high school diploma I’d be surprised (I’m half kidding…), their level in incompetency is unlike anything I have ever experienced in my entire life.
EDIT
I just want to add that this company sucks EVERY weekend not just on long weekends. My friend had a ticket to get back to Boston and had to make a plane back to Logan Airport after three hours of waiting she still hadn’t gotten on the bus. Because she bought the ticket internationally they were far more expensive and she didn’t even end up getting on the bus, my roommate had to rush her to the airport in his car so she wouldn’t miss her flight. When she tried to get a refund from Peter Pan they told her it wasn’t their problem and that if she’d come early or waited longer she would have gotten on a bus… these people should be ashamed of themselves. I get that there are A LOT of students at UMASS that want to get back to Boston but they KNOW HOW MANY PEOPLE BOUGHT TICKETS send MORE BUSES. It’s NOT THAT HARD.
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BUT I DON’T EVEN WANT TO GIVE YOU ANYYY STARS AT ALL YOU MOTHERFkuceR!
I hate Peter Pan buses. $ 40 roundtrip from Amherst to Boston. The price I can deal with. The people just suck and service suck. Wait, I take that back, it all sucks. I can’t deal with the price.
I printed out my tickets online and the computer I was using happened to have the double-​sided printing option checked, so instead of 4 pages, I got 2. I didn’t think this was a big deal. When I got on the Amherst bus going to Springfield, I TOLD THE DRIVER THAT THERE WERE TWO TICKETS on the sheet of paper that I gave him. What’d he say? NOTHING.
After driving an HOUR just to get to Springfield from Amherst (it takes about 20 mins, no more than 30, c’mon now!), I had to transfer to another bus at gate 4 (lame). So I was the first one to get off the bus and I directly approached the driver and told him that I needed my ticket.
— — — — — — — — — — — — — — — — — — — — — — — — — — — -
CONVERSATION (barely):
Bus Driver: «Well that’s your problem.»
Me: Excuse me?!
BS: «I’m not giving you your ticket back. I’m keeping it. I need it for my revenue.»
Me: But I told you that there was a back.
BD: «Yeah, who told you to print double-​sided? You’re fault for trying to save paper.»
Me: Why didn’t you say anything in the first place?
BD: «Not my problem you printed on both sides.»
— — — — — — — — — — — — — — — — — — — — — — — — — — — -
Hell yeah I got my ticket back! And then I had to sit on a packed bus filled with people talking on their cell phones, young children screaming, and people who overflow into the aisle and are loud.
You are a joke Peter Pan. Why bother playing that stupid video telling customers to be courteous and not talk loudly and to be respectful of others, when the DAMN DRIVERS who are supposedly representing your company and ethics, DON’T EVEN FOLLOW THROUGH?
Get over yourself. I hope Fung Wah or MegaBus starts coming to Amherst from Boston because I am so done with you.

I won’t lie, I still hate you. You tried charging me $ 13 more just for an evening ride (8pm) from Northampton to Boston for ABSOLUTELY NO REASON. And yet, the ride from Springfield to Boston was exactly the same. Makes no sense whatsoever.
Plus, when I filed a complaint about being left without a connection for two hours? You told me I bought the wrong ticket. Excuse me but I can’t help your staff’s incompetence for printing out the wrong ticket since I was the one who brought it up and all they said was, «it’s alright, you’ll get onto the bus.» Worst customer service.